Refund policy

Cancellation & Returns Policy

Services

I understand that plans can change and unforeseen circumstances can arise, including illness.

If you need to cancel or reschedule a service, please let me know as soon as you are able, either via the Contact page or by WhatsApp/text.

To help me manage my time and availability, the following cancellation policy applies:

  • 24 hours' notice: Cancellations or requests to reschedule made at least 24 hours before the agreed appointment time will not be charged.
  • Late cancellations: Cancellations made within 24 hours of the appointment will normally incur a charge of 100% of the scheduled session/service cost.
  • No-shows: If you do not attend or are not available for the agreed appointment without prior notification, 100% of the scheduled session/service cost may be charged.
  • Late arrivals: I understand that delays can happen. However, if you are more than 15 minutes late and I have not heard from you, the session may need to be rescheduled and the usual cancellation charge may apply.
  • Exceptions: I understand that genuine emergencies and exceptional circumstances can happen. These will be considered on a case-by-case basis and I may waive or reduce the cancellation charge at my discretion.

By booking a service, you acknowledge and agree to this cancellation policy.

If you have any questions about the policy or need to make changes to an appointment, please get in touch via the Contact page.

Products – Returns

I hope you love your KB Collective purchase. However, if you change your mind about a product purchased online, you can request a return within 14 days of receiving your order.

Once you have notified me that you wish to cancel your purchase, you normally have a further 14 days to return the item. The cost of returning an unwanted item is your responsibility.

To be eligible for a change-of-mind return, the item should be unused and in its original condition and packaging, with any labels or tags still attached where applicable. You may handle an item as you would in a shop in order to inspect it.

Please contact me before returning an item. I will then provide instructions for returning your purchase.

Custom and personalised products

Because they are made specifically for you, custom-made or personalised products cannot normally be returned simply because you have changed your mind.

This does not affect your statutory rights if a product is faulty, damaged, not as described or otherwise does not meet the requirements of consumer law.

Sale items and market purchases

Sale items purchased online are still covered by your statutory consumer rights.

For purchases made at markets or other in-person events, there is generally no legal right to return an item simply because you have changed your mind, although faulty, misdescribed or otherwise non-conforming goods remain covered by your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order when you receive it and contact me as soon as possible if your item:

  • arrives damaged;
  • is faulty;
  • is not what you ordered; or
  • does not match its description.

Please provide photographs where appropriate, particularly if the item has been damaged during delivery, so that I can assess the problem and arrange an appropriate solution.

Your statutory consumer rights are not affected by this policy. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Refunds

Once your return has been received and checked, I will confirm whether the return has been accepted and arrange your refund where applicable.

For an eligible online change-of-mind return, the refund will normally include the cost of standard delivery paid at the time of purchase. You are responsible for the cost of returning the item to me. Refunds will be made using the original payment method.